A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. Sensitive information that is displayed on a user's computing device is obfuscated from the computing device of the remote customer support agent, and a notification of that obfuscation is displayed on the user's computing device. Information can be determined to be sensitive based on a sensitive indicator tag or a heuristic.

Electronic communication with secure screen sharing of sensitive information

A co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely. Updates to the web page are rendered into HTML and forwarded on the co-browse session. Aspects of the web page that should not be visible are specified in a list of masked elements which prevents the JavaScript from transmitting the content of those elements on the co-browse session. A person viewing the web page at the remote location can select objects to have those objects highlighted within the user's browser. Likewise the person viewing the web page may manipulate the objects by selecting objects and entering information into the objects. Updates to the web page are collected and aggregated such that only the most recent updates are forwarded on the co-browse session. Updates that don't affect the DOM, such as hover state, are also transmitted on the session.

Integrating co-browsing with other forms of information sharing

Systems, methods, and apparatuses for implementing in-app live support functionality

Manipulation of a Web page displayed through a first device as a function of user interaction with a second device is contemplated. The manipulation may include operating the second device as a touchscreen or other gesture-based controllable device and automatically providing corresponding navigation within the Web page as a function of interactions registered through the second device.

Administration of web page

Systems and methods for enabling co-browsing are provided herein. A device, such as a web server, may execute a browser application that initiates co-browsing capabilities between a host computing device and one or more guest computing devices. Activatable code is injected and/or otherwise embedded in one or more web pages. Subsequently, using the activatable code, web browser information on the host computing device is obtained and processed for display on the one or more guest computing devices.

Systems and methods for enabling internet co-browsing

Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

Presence Enhanced Co-Browsing Customer Support

An agent providing customer support to visitors on a website can co-browse with the visitors as they interact with the website. The agent is provided with a list of authorized third-party domains. Upon selection of one of the authorized third-party domains, an invitation will be sent to the visitor to co-browse with the agent on the website in the unaffiliated third-party domain. Acceptance of the invitation causes a co-browse browser extension to be downloaded to the visitor's browser and redirects the visitor's browser to the website in the third-party domain. The co-browse browser extension contains co-browse script to replicate the DOM of the visitor's browser to the agent so that the agent can view the visitor's browser as the visitor interacts with the website in the third-party domain.

Method and apparatus for enabling co-browsing of third party websites

Control of the display computer that is the source of display information on a remote viewing session may be passed between the display participant and one or more of the viewer participants using simplified and intuitive controls rather than a more complicated menu-driven system. In one embodiment, the display participant may elect to provide control to a particular viewer participant or to any viewer participant on the session. When a viewer participant has the ability to control the display computer, the pointer shown to the display participant will be changed to notify the display participant. Likewise, color of the mouse pointer shown to the viewer participant will be changed to allow the viewer participant to know that he has the ability to assume control. Tooltips may be used as well to instruct the participants how to assume control. The color of the mouse pointer is thus determined for each participant individually according to the state of that participant relative to the remote control option of the remote viewing software.

Method and Apparatus for Enabling Participants to Assume Control over a Presentation in a Remote Viewing Session

A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

Edward F. Hardebeck

Papers

Integrating co-browsing with other forms of information sharing

Presence Enhanced Co-Browsing Customer Support

Method and apparatus for enabling co-browsing of third party websites

Method and Apparatus for Enabling Participants to Assume Control over a Presentation in a Remote Viewing Session

Visual engagement using automatically dynamically selected visualization mediums